IT Support Analyst – End‑User Technical Support

About the role

As an IT Support Analyst you will be the first point of contact for users across a global organisation, ensuring a smooth and high‑quality end‑user experience. You will work alongside experienced technical teams, gaining hands‑on exposure to enterprise‑level systems while receiving continuous education and training.

Key responsibilities

• Deliver best‑practice incident management and act as the first point of contact for user queries and technical issues.
• Accurately log, investigate, diagnose, and resolve incidents while keeping users informed of progress.
• Collaborate closely with internal technical teams and ensure proper escalation of unresolved issues.
• Proactively identify improvements to enhance the end‑user experience.

Required profile

• Minimum 1+ years of experience in a similar IT support role.
• Strong customer‑facing and communication skills.
• Fluent English (written & spoken); German is an advantage.
• Degree‑educated or equivalent experience.
• ITIL/ITSM certification (or working towards it).
• Proactive, service‑oriented mindset with a passion for technology.

Required skills

• Windows 10
• MS Office 2016/2019
• Active Directory & Exchange Administration
• Browser support (Internet Explorer, Chrome)
• PC, laptop, tablet & MFD troubleshooting
• Remote connectivity (Fortinet VPN, Palo Alto, Citrix)
• TCP/IP troubleshooting
• Mobile support (iOS)
• Market data platforms (Bloomberg, Reuters)
• Audio/Visual technologies (video conferencing, projectors, plasma TVs)
• Anti‑virus and endpoint protection tools